XM Satellite Radio
Substandard Account Maintenance - Customer Service Washington DC

I received the XM Radio 3-month Subscription with the purchase of new vehicle. Just before it expired I renewed on line via credit card which was posted before the expiration of the "trial period."

On the day of the expiration XM turned off my subscription.

Now here is the locus of my complaint:

1 There appears to be no link between automated billing services and radio program maintenance.
2. Calling their 800-xm radio number is an automated only response system not geared to handling service complaints. It is only an order process-response system.
3 The contact via email option is not effective as it "sits" on a customer request... No response coming back in a short time period.

The only way to get a live response is this number 800 347-0600 then you egt put on hold for awile as the rep has to find out all teh details about account and such before they can render a decison on complaint.

They demonstrate no concern for effective account maintenance other than a daily marketing call on month prior to expiration date.

This company's business model clearly is "if we build it they will come".. Guess what? Not so. To be a subscriber and have to crawl through "barbwire" to get what you pay for is a nuisance I do not need. And given the fact that it already is an over-priced luxury item, I won't be renewing at the end of the renewal period. Which all subscribers should know... That we will continue you to bill you against a credit card on file. It requires the subscriber to make a formal request to cancel... Or they will just keep billing and billing.

As a technology, satellite radio is a good thing, but XM and their whoring partner Sirius have ruined it for many... They ruined it for me.

Company: XM Satellite Radio
Country: USA
State: Nationwide
Phone: 8003470600
Site: www.xmradio.com

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